Last Updated:
Welcome to Our Big Day ("we," "our," or "us"). This Return and Refund Policy explains how refunds, cancellations, and subscription payments are handled for services purchased from Our Big Day, including vendor subscriptions and paid promotional features.
Our Big Day is an event and wedding services directory and lead-generation platform that connects users with independent vendors. We do not process payments between customers and vendors, and we are not a party to any service agreement between them.
This policy applies only to fees paid directly to Our Big Day (such as vendor subscriptions and promotional upgrades). Refunds for vendor services must be handled directly with the vendor according to their own policies.
Because Our Big Day provides digital platform access, visibility tools, and lead generation services, all fees paid to Our Big Day are non-refundable, except where required by applicable law.
Refunds for vendor services, event bookings, or payments made outside the platform are not handled by Our Big Day. Customers must contact vendors directly regarding cancellations or refunds.
We may review refund requests related to Our Big Day subscription fees only, but approval is at our sole discretion.
Vendors may cancel their subscription at any time through their account settings. Cancellation takes effect at the end of the current billing cycle. Subscription fees already paid are non-refundable, even if the vendor chooses not to use the platform.
Refunds for subscription fees are generally not provided. A refund may be considered only in the following limited circumstances:
Refunds are not provided for:
Any optional paid features or promotional upgrades are non-refundable once activated.
Platform fees paid to Our Big Day (including subscriptions and promotional upgrades) are non-refundable. These fees cover platform access, marketing exposure, and operational costs.
Our Big Day does not process or manage payments between customers and vendors. All payments, cancellations, and refunds for vendor services must be handled directly with the vendor according to their own policies.
We are not responsible for:
If a vendor cancels a service, the customer must seek a refund directly from the vendor. Our Big Day may assist with communication but is not responsible for refund amounts or outcomes.
Customer cancellations must follow the vendor's own cancellation policy. Our Big Day does not determine refund eligibility and does not issue refunds for vendor services.
The following items are strictly non-refundable:
Refund requests related to Our Big Day subscription fees only may be submitted to support@ourbigday.lk. Requests related to vendor payments must be directed to the vendor.
Refund requests (for platform fees only) will be reviewed within 5–7 business days. If approved, refunds will be processed within 10–14 business days.
Approved refunds will be issued to the original payment method used for the subscription.
If you experience an issue with a vendor, we encourage you to contact the vendor directly. Our Big Day may assist with communication but does not mediate disputes, determine fault, or issue refunds for vendor services.
In cases of force majeure events (including natural disasters, pandemics, government restrictions, or other circumstances beyond reasonable control), any refunds or rescheduling of vendor services must be handled directly with the vendor according to their own policies. Our Big Day may assist with communication but is not responsible for refund decisions or outcomes related to force majeure events.
If your event is cancelled or postponed, please contact your vendors directly. Our Big Day may assist with communication but is not responsible for refunds or rescheduling decisions.
Because Our Big Day does not process vendor payments, chargebacks related to vendor services must be handled directly with your payment provider and the vendor.
Chargebacks related to subscription fees paid to Our Big Day may result in account suspension.
We may update this Return and Refund Policy from time to time to reflect changes in our services, business practices, or legal requirements. When material changes are made, we will notify users by:
The "Last Updated" date at the top of this page indicates when the policy was last revised.
Your continued use of Our Big Day after any changes become effective constitutes acceptance of the updated policy.
For questions about this Return and Refund Policy, or for refund requests that relate only to subscription or other fees paid directly to Our Big Day, email support@ourbigday.lk. Please include your registered account email, a short description of your request, and any invoice or transaction references so we can respond efficiently.
Vendor services: For cancellations, refunds, or payment disputes involving a vendor, you must contact that vendor directly. Our Big Day cannot process or approve refunds for amounts paid to vendors.
Other legal notices: For general legal or contractual matters, you may use the contact details in our Terms of Service or Privacy Policy as appropriate.
Our Big Day
Email: support@ourbigday.lk
Address: Colombo, Sri Lanka
We aim to respond to platform-related enquiries within 2–3 business days (excluding weekends and public holidays in Sri Lanka).
